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subject:"USA"
~isPartOf:"Psychology & marketing"
~subject:"service recovery"
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Search: subject_exact:"Customer satisfaction"
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USA
service recovery
Customer satisfaction
78
Kundenzufriedenheit
78
Consumer behaviour
48
Konsumentenverhalten
48
Beziehungsmarketing
31
Relationship marketing
31
Dienstleistungsqualität
25
Service quality
25
Emotion
11
Viral marketing
10
Virales Marketing
10
Beschwerdemanagement
9
Complaint management
9
Brand
8
Brand image
8
Brand management
8
Customer service
8
Einzelhandel
8
Kundenservice
8
Markenartikel
8
Markenführung
8
Markenimage
8
Online retailing
8
Online-Handel
8
Retail trade
8
United States
8
customer satisfaction
7
Confidence
5
Dienstleistungssektor
5
Service industry
5
Vertrauen
5
service failure
5
Customer retention
4
E-commerce
4
Electronic Commerce
4
Kundenbindung
4
Satisfaction
4
South Korea
4
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Free
3
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2
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Article
13
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Article in journal
13
Aufsatz in Zeitschrift
13
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English
13
Author
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Ali, Sara
1
Ashraf, Rohail
1
Bachrach, Daniel G.
1
Baker, Thomas L.
1
Ball, Joan P.
1
Butori, Raphae͏̈lle
1
Cusin, Julien
1
Donavan, D. Todd
1
Flacandji, Michaël
1
Goh, Jin X.
1
Hall, Judith A.
1
Hansen, Torben
1
Hassan, Louise
1
Janda, Swinder
1
Jaramillo, Susana
1
Jones, Michael A.
1
Kim, Youn-kyung
1
Lamberton, Cait
1
Lee, Dong Hwan
1
Lim, Chae Mi
1
Lindsey-Hall, Kristina K.
1
Lteif, Lama
1
Lunardo, Renaud
1
Maxham, James G., III.
1
Mir, Mahmood
1
Nawaz, Raheel
1
Reynolds, Kristy E.
1
Rubin, Dan
1
Schaarschmidt, Mario
1
Shiu, Edward
1
Stockton, William
1
Sun, Tao
1
Syed, Tahir Abbas
1
Tai, Zixue
1
Taylor, Valerie A.
1
Tsai, Ke-chuan
1
Verghis, Phil
1
Walsh, Gianfranco
1
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Psychology & marketing
International journal of hospitality management
26
Journal of service research : JSR
17
Services marketing quarterly
15
The journal of services marketing
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Journal of hospitality marketing & management
11
Journal of retailing and consumer services
11
Journal of business research : JBR
10
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
10
International journal of contemporary hospitality management
8
The service industries journal
8
Industrial marketing management : the international journal for industrial and high-tech firms
7
Journal of consumer research : JCR ; an interdisciplinary bimonthly
7
Managing service quality : MSQ ; an international journal
7
Journal of marketing theory and practice
6
Journal of the Academy of Marketing Science
6
Journal of travel and tourism marketing
6
Journal of vacation marketing : an international journal
6
Health care management review : HCM review
5
Journal of air transport management
5
Journal of fashion marketing and management
5
Journal of marketing
5
Journal of marketing research : JMR
5
Journal of strategic marketing
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Harvard business review : HBR
4
International journal of consumer studies
4
International journal of retail & distribution management
4
Journal of consumer behaviour : an international research review
4
Journal of marketing management : MM
4
Journal of marketing theory and practice : JMTP
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Quality management journal : QMJ
4
The international review of retail, distribution and consumer research
4
Handbuch Kundenmanagement : Anforderungen, Prozesse, Zufriedenheit, Bindung und Wert von Kunden
3
International journal of business environment : IJBE
3
International journal of business information systems : IJBIS
3
International journal of services and operations management
3
International journal of services, economics and management
3
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ECONIS (ZBW)
13
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1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
4
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
5
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
6
An alternative explanation of consumer product returns from the postpurchase dissonance and ecological marketing perspectives
Lee, Dong Hwan
- In:
Psychology & marketing
32
(
2015
)
1
,
pp. 49-64
Persistent link: https://www.econbiz.de/10011287639
Saved in:
7
Identification and aftermarket personalization with durable goods
Donavan, D. Todd
;
Janda, Swinder
;
Maxham, James G., III.
- In:
Psychology & marketing
32
(
2015
)
6
,
pp. 611-623
Persistent link: https://www.econbiz.de/10011288579
Saved in:
8
The effect of requests for positive evaluations on customer satisfaction ratings
Jones, Michael A.
;
Taylor, Valerie A.
;
Reynolds, Kristy E.
- In:
Psychology & marketing
31
(
2014
)
3
,
pp. 161-170
Persistent link: https://www.econbiz.de/10010341747
Saved in:
9
It takes just 120 seconds : predicting satisfaction in technical support calls
Hall, Judith A.
;
Verghis, Phil
;
Stockton, William
;
Goh, …
- In:
Psychology & marketing
31
(
2014
)
7
,
pp. 500-508
Persistent link: https://www.econbiz.de/10010382588
Saved in:
10
The moderating influence of broad-scope trust on customer-seller relationships
Hansen, Torben
- In:
Psychology & marketing
29
(
2012
)
5
,
pp. 350-364
Persistent link: https://www.econbiz.de/10009547317
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